Webex Client For Outlook On Mac Troubleshooting

Cisco WebEx Utilities Application Share Description This file is used to capture server and client communication conversations when a user is in a meeting using Desktop Share or Application Share feature. This issue has been fixed in the latest version of Outlook 2016 for Mac (version 16.11, released on March 13, 2018). To get the latest update, open Outlook for Mac, go to the Help > Check for Updates menu, and follow the instructions in the AutoUpdate app. Outlook for All. Troubleshooting / Question; Translation unavailable. How do I clear the cache or locally reset/refresh the client/app? If you are seeing incomplete or incorrect data please try force close and reopen the app. If that doesn't work then you can try to reset the account on the device.

I began noticing this after Microsoft released Outlook 16.13 a few days ago. If you send a WebEx invite using Productivity Tools and Outlook 16.13 without adding a message, it presents the invite to the recipient as raw html.
The workaround is to add text above the ‘do not delete or change’ message.

This is Cisco’s full response:

Microsoft has released a new Outlook update for MacOS, Version 16.13 build 180513, which is causing Productivity Tools HTML email template source to appear as plain-text (Raw HTML) instead of the formatted template. Meeting scheduled from Outlook for MacOS version 16.12 (or higher) is affected.

Our engineering has already engaged Microsoft development team to further investigate the issue. Microsoft is aware of this issue and they are currently working on the fix, there is no action pending from Cisco’s end for this reported issue.

For tracking purpose our engineering has created a bug: CSCvj50501. We do have a workaround for now as below:

Typing anything above the '-- Do not delete or change any of the following text. --' line prior to sending the initial invite will cause Outlook to correctly render and format the HTML code inserted by Webex Productivity Tools

Last updated: July, 2019

Outlook for Mac features and add-ins issues

Font appears smaller in a composing window of Outlook 2016 for Mac

Last updated: Sep 15, 2017


The Zoom setting can be found in a new email message window by selecting the Options tab and clicking the Zoom button on the Ribbon.

If the zoom setting is altered on a new message, the altered setting remains until changed back. Zoom does not change the actual font size, it simply zooms in or out on the composing window text, (impacts the composing mode window of all new messages/replies). Zoom does not affect the reading pane or received messages - those will show the actual font size.

Once the setting is applied in the Outlook profile, it will retain for all future messages until it is changed in the message Options menu.

This can cause a perceived smaller font if the zoom is set to less than 100%. For example, if the zoom is set at 75%, the font of newly composed (or reply/forward) appears to be smaller, compared to the reading pane or an open received message (not in composing mode).


This behavior is by design. Please check your zoom settings if you run into this issue and adjust as appropriate.

Unable to attach files over 25M in Outlook for Mac using IMAP or POP [WORKAROUND]


Last updated: August, 2017


When you send an email with an attachment larger than 25 MB, you get an error message and the mail doesn’t go through.

STATUS: Workaround

We’re working to resolve this issue. In the meantime, please use your Web mail when sending attachments that are larger than 25 MB.

Unable to directly transfer Entourage profiles to Outlook for Mac 2016 [WORKAROUND]

Last updated: August, 2017


It’s not possible to transfer Entourage profiles when you migrate to Outlook for Mac 2016.

STATUS: Workaround

To transfer Entourage profiles to Outlook for Mac 2016, import profiles data into Outlook 2011 first, and then import Outlook 2011 profile data to Outlook for Mac 2016.

See these articles for more information: Import information into Outlook for Mac 2011 and Import email messages, contacts, and other items into Outlook 2016 for Mac.

Unable to add recipients to Safe Senders list in Outlook [WORKAROUND]

Last updated: August, 2017


You are unable to add a recipient to Safe Senders in Outlook 2016 for Mac. Outlook currently only allows adding a recipient to Blocked Sender list. Emails from the blocked sender will be moved to the Junk E-Mail folder.

STATUS: Workaround

To work around this issue, please use the Web mail server side to manage the settings.

See this article for more information.

Cannot Import Apple Contacts into Outlook 2016 for mac [WORKAROUND]

Last updated: August, 2017


Cannot Import Apple Contacts into Outlook 2016 for mac.

STATUS: Workaround

  1. Drag the contacts out of your Mac address book and drop onto your desktop.

    This creates a single .vcf file on your desktop.

  2. Right-click on the file and choose Open With > Microsoft Outlook.

  3. A new contact window opens in Outlook which is the first address in your .vcf file.

  4. Click Save in the contact window. Outlook will save it, and then begins populating the rest of your contacts.

You can also drag the .vcf file directly to an Outlook contact folder. The contacts will be saved in Outlook automatically.

Known issues, changed functionality, and blocked or discontinued features

Mac Webex Not Working

Automated troubleshooting tools

Webex For Mac

Use the following tools to resolve various Outlook for Mac issues. See this page for more information and learn how to install the tools: Outlook for Mac support tools.

Note: This tool doesn’t work on macOS 10.14 and later. Check Outlook for Mac support tools article here for more details.

This tool repairs search issues in Outlook for Mac. For example, when search returns no results for items that do exist in your mailbox, or you get older data when you have newer items.

This tool resets customization that you've made to Outlook from the Outlook menu > Preferences. It also restores Outlook window size and position settings.

This tool lets you choose Outlook for Mac as your default mail application. Then Outlook opens a new email whenever you click on a mailto: link in an email or website.

This tool lets you reset recent addresses that Outlook has stored, and delete recent addresses all at once, instead of one at a time.

Need more help?

To report issues or provide feedback, simply go to Help > Contact Support in Outlook for Mac.
For more information, see Contact Support in Outlook 2016 for Mac.

Webex Plugin For Outlook

Have a feature request?

To suggest new features in Outlook for Mac, go to Help > Suggest a Feature. Or, share your thoughts on the Outlook UserVoice site. We’re listening.